Dreams Casino - Player’s winnings from tournament have been confiscated.

I entered their free secret showdown tournament with password SECRETSHOWDOWN.

Came in second place and won 500. I talked to a rep on live chat and said it would be about 2 days.

I check today and was told it was canceled because I used a free chip. You can’t there either free or paid. This is the last time I ever use the Inclave group . Nothing but lies and issues. I’ve had to fight for everything I’ve ever one with any of them

Hello CELTIC502,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dreams Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Do I understand it correctly that you have participated in a tournament using bonus money only without any real money balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

No it was a free tournament and my account was verified for a few years now. Plus I had been depositing that day just the same.

Hello CELTIC502,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

As in line chat nick?

I do apologize but if so I didn't screen shot it due them being dismissive and not answering or the classic cut copy and past.

Hello CELTIC502,

Chat transcript if you requested it or it is sent automatically or e-mail communication with their support.

I did not is there way for me to request past communication with said casino?

Hello CELTIC502,

How exactly did the tournament work? If the entry was free, how did you accumulate the points?

If you accumulated the points by wagering, but with the bonus funds, the casino may confiscate the winnings as it has to be played with real money.

As I’ve stated ! It was a free tournament like the ones you all offer. Check out the tournament section and you will see what I’m talking about

Hello CELTIC502,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

This is the same tournament that I was invited to

Thank you CELTIC502 for all the information provided. As we need further information from the casino regarding the matter, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks so much for your time and I appreciate all your hard work !

Stay blessed

Josep

Hello, CELTIC502,

Thank you for your email.

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Dreams Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Greetings all,

I had the opportunity to review the situation and the notes on the denied withdrawal state that the buy-in for the tournament came from a free chip however from what I see it was a free tournament as mentioned above. What I do see however is the win was the result of 2nd consecutive free tournament contrary to the terms and conditions of the casino (only one free tournament between cash deposits is allowed per the terms), it is possible that the denial was for this reason and the note was made in error then repeated back to you by the service department CELTIC502. If this is the case then sincere apologies for any misinformation. It was unintentional I assure you.

I have requested the situation be revisited and reviewed by our approvals team and I will update here once I have a response.

Best wishes,

Nick and Dreams Casino

Hello, Nick and Dreams Casino,

Thank you for your response.

Feel free to inform us when you know more.

Looking forward to hearing from you.

Dear CELTIC502,

In the meantime, please go through the casino's Terms and Conditions (HERE), especially the part "SLOT TOURNAMENT TERMS & CONDITIONS", and let us know if you played within the rules and are eligible for disputed winnings at all.

I would like to see the history as well because I deposited that day before and after and of course you all are showing that it’s free chips not deposits.. I’ll pull up my deposit history from my wallets and we will go from there. I’m also needing to know if you’re saying I played a free tournament before or after!

Your account should not be blocked/closed, CELTIC502. Feel free to provide us with screenshots of relevant parts of your transaction history from the account directly. All the necessary information is there. When you are sharing the screenshots, please be sure they are consecutive, the last row on any screenshot has to be visible as the first row on the following one, or the opposite.

I think there is a maximum limit to the number of images attached to a post. However, feel free to share them via as many posts as you need.

In addition, I cannot see relevant information for my request. Therefore, I will repeat it once again:

"In the meantime, please go through the casino's Terms and Conditions (HERE), especially the part "SLOT TOURNAMENT TERMS & CONDITIONS", and let us know if you played within the rules and are eligible for disputed winnings at all."

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Indeed the account was noted incorrectly. Per the terms and conditions of the casino only one "free roll" slot tournament in a row is allowed. In this case we have two consecutive free roll tournaments back to back resulting in the win being denied when requested for withdrawal. While you did indeed deposit recently making you eligible for the first tournament there was no deposit after completion of the first tournament to qualify for the next free tournament in line. Below you will find a screenshot of the term specific to this case. Hopefully this clarifies things, I once again apologize for any confusion in the matter.

Best wishes,

Nick and Dreams

Thank you for the confirmation, Nick and Dreams Casino.

Dear CELTIC502,

As was mentioned, since you have full access to your casino account and transaction history with all the necessary details, we do not need it from the casino. Therefore, since players are also obliged to fully cooperate in resolving their complaints, please look at my post directed to you, added to the thread on August 6, and provide the requested.

If it suits you better, feel free to send the request to my email (branislav.b@casino.guru).

Looking forward to hearing from you.

Well I’m honestly surprised I one the 500 and deposited well .. to be honest it is what it is thanks for all of help from both sides.

I would reply more but very busy here at work.

I would like to add that all my transaction history has been erased.. I would like to request my transaction history again from the casino.

Can you prove your transaction history was erased and is not available in your account anymore, CELTIC502?

Feel free to share the relevant screenshots here.

Dear CELTIC502,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without providing the requested.

Thank you very much, Nick and Dreams, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru